Norm Reeves Honda Superstore Cerritos Auto Repair Service

3 hours for an oil change with appointment, make it better than that.

Elmo was the best!!!!

Had a 11:20 appt. Check in with mr. Vargas at 11:25. Was told that your Serv dept needed 3 hrs. I agreed to wait. At 2:20, checked with mr Vargas on the status of my car and was told it had not been touched and that it would be ready at 4:00. I should have been notified on the delay but I guess that’s to much to expect. Absolute ****.

Mr Ortiz deserves Employee of the year 2021!!! If not, then I’m going else where!!! He’s the best man for Honda and I’ve been recommending my friends and family to go to him to service…

While service advisor Joseph Vargas was polite when dropping off my car for an oil change appt, I was never updated or given the status of my vehicle at any given point before the ready for pick up text. I called over two hours after dropping off my car to get a status update because it had begun to rain. An employee named Trevor answered on the service phone line, and kindly told me that Mr. Vargas was on lunch but would be back in 10-15 minutes. He said he would take down my number and put a note on Mr. Vargas' desk requesting for a callback wanting to get an update on the vehicle. I gave him the number, requesting that he calls to that number. However, Mr. Vargas never called to give an update on the status of the vehicle. My appt was for 1pm, and I had checked in and dropped off my vehicle at 12:49pm. The promised time, as stated on the paper, was 4:00pm. I never received any calls, messages, or texts by 4pm, so I went to Mr. Vargas' desk myself and asked for an update regarding my vehicle. He went to the service working area and I followed and saw that my vehicle was being lifted up at that moment to be worked on. He saw me and told me that it would be worked on now. He said it would be another 30-40 mins until it would be ready. Obviously, I was not pleased to hear that and he told me that all the other cars were waiting that long as well. No apology, sympathy, or better explanation. So I waited and finally, around 4:21pm, I received a text message stating my vehicle was ready for pick up. I went to Mr. Vargas' desk, he gave me papers to sign, not explaining anything that had been done, stated the amount due, asked to place the payment card in, and told me the vehicle was done. He was never once apologetic or empathetic about the service delays and lack of communication. I was very disappointed as Honda dealers are always amazing in communicating the status of my vehicle and also, apologetic about any delays during and after any service. The promised time for my 1pm standard oil change appt was 4pm which is three hours for the job to be done. My vehicle was NOT done by that time. I believe that my wait time would've been much longer had I not gone to him myself and asked him what the status was. I would not have minded waiting longer had I been told beforehand that things were running behind. And out of all this terrible experience, I definitely wouldn't have been upset had there been a sincere apology or acknowledgment of the delays and forgotten callback requests. I will be reaching out to the Service Manager and/or General Manager, in hopes that this doesn't happen to future customers. While I understand that service delays can absolutely happen, when they do, Honda representatives must have the customers' situations in mind and be proactive about making sure they are satisfied by providing the utmost care and excellence in customer service experience. Isn't that why Honda touts their brand with their "helpful Honda" guys and slogans?? Overall, we'll be reluctant to come back here for further service unless something changes.

Thank you Robert

Great job. Professsional and fast service. Thanks

Excellent and professional service by Bryan Ortiz. Friendly and very knowledgeable about my car and it’s needs. Will continue coming back.

Trevor was absolutely great! He was very welcoming and answered all my questions. He also had my vehicle ready in great time.

Ruben was kind and trust able. I will make a next appointment with Ruben again.

Thank you for the service it was very good

Lack of communication. Refuse to take accountability. I spoke to Kevin Harris regarding my issue and it was brushed off. Officially done doing business with this dealership.

Thanks to everyone for working on Christmas Eve. I greatly appreciate it. ????

Thank you for your service

Good

Bryan was very helpful and knowledgeable about what I needed for my cars that we’re getting serviced. He actually gave me my discount for spending a certain amount of money which really helped me out with these hard times. Great customer service appreciate the great treatment Bryan

I scheduled my appointment for 11am. I showed up about 15 minutes early to check in. I waited over 2 hours for a oil change. I was very disappointed on the ridiculous wait time. My service advisor was fine.

Very professional and honest was very happy with my visit at norm reeves Honda of Cerritos.

I was completely satisfied with Mr Sanchez.All around service

Excellent service